Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:14/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify is currently holding 32k of payments, and using verification of our company as the excuse, despite us successfully receiving 1500+ payouts over the last number of years. The information they are requesting has been provided, but they do not respond to the ticket. We have responded promptly, providing requested documents but rarely receive a response, if we do it is a generic script not applicable to our specific information

  Business Response

  Date: 24/02/2025

  Hi ****,
  
  My name is **** an Operations Lead at Shopify. Thank you for bringing your payouts hold issue to our attention.
  
  Upon reviewing of your store, I can confirm that your payouts have been released and all information on file has been successfully updated and verified. 
  
  Thanks,
  
  Lex | Shopify Operations Lead

  Customer Answer

  Date: 24/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while it has since been resolved I find the time it took and the way it was handled completely unacceptable.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:14/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Shopify a little over a week ago and launched my business website, which was operational for merely two days before Shopify abruptly and unjustifiably terminated my account without warning, explanation, or notice. There was no indication of any violation or issue beforehandShopify simply shut down my store with no **************** Explanation, No Recourse My account was terminated without any warning, reason, or opportunity to appeal. I have reached out to Shopify numerous times over the past week, yet I have received no response or resolution.Locked Out of My Own Business Shopifys CNAME record is still attached to my domain, meaning I cannot access or manage my own website. Because Shopify will not allow me to log in, I cannot remove or modify the *** settings myself. This is completely unacceptable.Significant Business Losses As a freelance graphic designer who operates primarily online, my website is the foundation of my business. Shopifys actions have completely disrupted my ability to provide services to my clients, causing thousands of dollars in lost revenue daily.Unresponsive and Unprofessional Customer Support I have contacted ******************** multiple times, across multiple channels, for over a week with no response. Their lack of accountability has not only crippled my business but has also demonstrated an alarming level of disregard for their ******************************* unprofessionalism has left me unable to conduct business, access my clients, or function professionally. They have effectively hijacked my domain, cut off my business operations, and refused to provide any form of support to rectify the situation.Immediate Removal of Shopifys CNAME Record from My Domain to restore my website functionality.Compensation for Lost Revenue due to Shopifys wrongful termination and failure to provide essential support.

  Business Response

  Date: 19/02/2025

  Hello ******,
  
  My name is ****, and I am an Operations Lead at Shopify. Thank you for reaching out to us about your account and domain.
  
  I can see our team contacted you under ticket ID ************************************. This ticket outlines the reason your account was closed and includes a link to dispute this decision as well.
  
  If you have any other questions, you can reply to that ticket, and our team will be able to assist you.
  
  Best regards,
  **** | Operations Lead, Shopify

  Customer Answer

  Date: 19/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:13/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 24, 2024 O purchased an item from one of Shopify Online Stores called todomexionline, they sent the perishable items which were some very expensive treats for my children. They arrived completely unrecognizable and I messaged them immediately. They said on their next season item they would send me a replacement and never did. Now the site no longer exists on Shopify. They should do a better job of screening the vendors because I believe I was not the only person affected by this fraud.

  Business Response

  Date: 14/02/2025

  Hi *******,
  
  ***** here from Shopify support. Thank you so much for reaching out to us. We understand how it feels when you don't receive the product you expected, with that we truly empathize. However, due to Shopifys nature as a platform we cannot interfere with how stores operate or force refunds. For security reasons, we cannot confirm or deny whether a store is using the Shopify platform.
  
  For some context, Shopify is an online store builder service that store owners can use to set up an online store. However, Shopify does not manage the shipping, sales or management of the store. Accordingly, your best way forward would be to continue to attempt to contact the store owner directly regarding the order.
  
  -By going to their website to see if they have any alternate contact methods.
  -If the website is no longer accessible, you can reach out to them via any social media channels they may have (those can sometimes be more closely monitored than conventional contact means.)

  There are also processes in place with your credit card issuing bank (or ****** if the order was placed via their online checkout) for these situations for you to get your money back. We recommend speaking to your bank, credit card company, or ****** (depending on how you transacted your order) and notify them of the transaction and the issue you are encountering. They should then be able to begin an investigation with the aim of retrieving your funds.
  
  If you have any other questions or concerns please feel free to respond here, and we'll get back to you!
  
  ***** | Shopify Support Lead

  
  

• Initial Complaint

  Date:13/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Refund ************************ Dear BBB Representative,I am filing a formal complaint against Shopify regarding a billing and refund issue. On Sept 2024 I was charged $319.23 for an annual Shopify subscription. However, I never used the service at all and decided to request a refund 2 months ago Since Shopify does not provide a direct phone number for customer support, I reached out via live chat and spoke with a Shopify representative. During our conversation, the representative assured me that I would receive a full refund as a one-time courtesy since the service was never utilized even though I would have been fine with a refund of my un used months but, I thought great that's even better. However, despite this assurance, I later received an email stating that my refund request was denied. and no refund would be issued even for the partial time remaining of my subscription.

  Business Response

  Date: 14/02/2025

  Hi ********, 
  
  My name is *****, Im a Support Lead at Shopify. Thank you for reaching out to inquire about a refund. I'm happy to provide some more information about your request.
  
  First, Shopify does not provide refunds as per our section 5.10 in our Shopify Terms of Service (*****************************************). Subscription fees are charged based on your chosen billing cycle (annually or monthly) regardless of the amount of activity or usage on the account. If you are not using the account and want to avoid being charged, you would need to cancel before the billing cycle renews.
  
  After reviewing your chat on ticket # ******** from January 9th, I see that ***** offered to place a request with our Billing team for an exception to be made regarding our refund policy, but did not promise that the refund would be granted. Following the chat, ***** sent the ticket over to our Billing team, who then informed you that a refund would not be possible.
  
  Please let me know if I can clarify any of this further.
  
  Best, 
  
  ***** | Shopify Support Lead

• Initial Complaint

  Date:13/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Shopify has stopped payments from being processed as a result of a new process for payment validation. I uploaded the required documentation almost 2 weeks ago (for the 3rd time) and they have frozen deposits stating they are verifying documents. Of course Shopify continues to take their charges, while I am unable to access my funds.I have submitted documentation so many times and am beyond frustrated. I submitted my drivers license (the same info was denied then approved after multiple attempts) with a continued delay at Shopifys end in January. I provided my bank statement where the deposits have been going since opening my account years ago. Then I am told I cant submit this as my address because it has my company name. I am the owner and have incorporated my business and have documents to support this. Again, no one is helping by actually connecting. I have submitted another bank statement with my name which is in desperation. The request for additional banking info is definitely not something I am happy about submitting, from a privacy standpoint.I have reached out to the help Contact Advisors so many times without a resolution (help tickets are attached for reference). I have asked to speak with anyone but keep getting the same response "we are prioritizing this". I do not owe the company money ... it is their changed process and inability to verify the requested documentation in a timely manner. I have not received my payments since Feb. 3, 2025. As a small business owner this is *********. I can't get anyone to reach out to me by phone and continue to receive "we are prioritizing this". Please help.

  Customer Answer

  Date: 13/02/2025

  I just received an email stating that my license has expired. The issue date is 2023 and the expiry is 2028. Whoever is completing the verification process is incompetent. I have attached the license (with my privacy maintained). 

  Customer Answer

  Date: 13/02/2025

  As an fyi, there is no phone contact for this company. The stated information at *****************************************************************************************************************

  Additional Phone Numbers
  Other Phone: **************
  Other Phone: **************

  No one answers, they only request your email address and not phone communication. Is this legal to have no way of connecting with a company by phone? 

  Business Response

  Date: 19/02/2025

  Hello ***,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your payout hold and the issues you have experienced. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records show that you have recently communicated with our Merchant Verification Team regarding Ticket ID: ************************************. We are pleased to inform you that the hold on your payouts has been lifted. We understand that you are still awaiting a response from the team on additional matters related to your identification. I have proactively contacted the team to ensure they respond to you at their earliest convenience, as they are best equipped to assist you with any further concerns.
  
  Thank you,
  *****

  Customer Answer

  Date: 19/02/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and see that action was finally taken.
  
  Sincerely,
  
  *** *.

• Initial Complaint

  Date:13/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hello BBB . I sell product in shopify company . this online store in shopify platform . But when my product rise then shopify sent me a email about 20 % as reserve .I agree . but they did not satisfied . they cut my payouts and did not reply ."Ticket ID: ************************************"then i keep contact with shopify and appeal the form "Ticket ID: ************************************ "i keep sending email to shopify . but empty .I contact shopify in online chat . they are arrogant .Ticket number ******** the selling product was same . and the bank account was same . why show the red banner for something error ?and they frozen my balance without any reply .Shopify do a bad ting for merchant .Hope BBB can help me get the balance back and check why shopify always do this .

  Customer Answer

  Date: 15/02/2025

  Ticket ID: ************************************ 

  why shopify did not reply ?

  I expect to receive a detailed and specific explanation for why my account was frozen and my funds withheld, along with the steps Shopify will take to address these serious concerns moving forward.
  I trust the BBB will investigate Shopifys practices thoroughly and hold them accountable for their behavior.

  Business Response

  Date: 24/02/2025

  Hello Nam Hei NG,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you patience and for sharing your concerns regarding your account with ********************. Due to the public nature of the BBB and our strict guidelines around merchant privacy, we will be limited in what we can discuss here. This is because outside of our secure support channels, we cant verify were speaking with authorized store staff, and our merchants information must be handled with care. However, I can provide you with some information to help you move forward. 
  
  Our records indicate you have been in communication with our Merchant Trust Team via Ticket ID: ************************************. Please direct your questions to this ticket ID and I will ensure it is reviewed by this team.  If there is more information we can share about our decision based on your questions asked, they will provide it to you. 
  
  Thank you,
  *****

  Customer Answer

  Date: 25/02/2025

  Complaint: 22935854
  
  I am rejecting this response because:
  
  The document was submit . but shopify did not reply almost one months. 

  they agree 20% as my deposit . but suddenly close in next day . you are liar . you did not reply .

  "Hello,
  
  Thank you for uploading the required documents. We have received them and will review them shortly. If we require any additional information, we will contact you and get back to you as soon as possible.
  
  Thank you for choosing Shopify as always!
  
  The Shopify Team"

  
  
  Sincerely,
  
  Nam Hei Ng

  Business Response

  Date: 26/02/2025

  Hello Nam Hei NG,
  
  Thank you for your prompt response and valued feedback. Please be informed that our Merchant Trust Team addressed your appeal on February 26, 2025, under Ticket ID ************************************. We have provided all available information concerning your account, and thus, we consider this matter resolved. Should you have any additional questions or concerns, we recommend that you respond directly through the aforementioned ticket number, as the Merchant Trust Team is best equipped to assist you further.
  
  Sincerely, 
  
  ***** | Shopify Operations Lead

  Customer Answer

  Date: 04/03/2025

  Complaint: 22935854
  
  I am rejecting this response because:
  
  I am writing to urgently address the unexplained freezing of my Shopify Balance. My store,  1ina0n-0r.myshopify.com, has processed 206 successful orders since launching on January 6, 2025, with zero disputes, chargebacks, or policy violations. Despite this clean record, my funds remain inaccessible without justification, severely disrupting my business operations and cash flow.
  One of ticket told me i can use my payouts . but did not .
  And they frozen my account again .liar .
  Ticket ID: ************************************
  
  Sincerely,
  
  Nam Hei Ng

• Initial Complaint

  Date:13/02/2025

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our business is based in Canada. We started a Shopify store in Apr 2016, in Aug 2017 we wanted to sell in USD and CAD. The option presented by a Shopify Guru was to have two mirrored stores called "The Multi-store discount". One store would be charged $79USD (the "Shopify" plan rate) and $29USD (the "Basic" plan rate). Both stores would have all the features of the $79USD plan. The ticket ID was ********* recently found out that both of our stores were being charged the higher plan price starting Nov 2, 2022.I contacted Shopifys *********** about the issue, provided the email chain of the conversations, pricing and features of the "Multi-store discount" that I had with a Shopify Guru from Aug 2017 that contained all the information that I explained above. Ticket ID ******** I was promised a refund for the overbilling as indicated from the chat transcript from Jan 29, 2025. Transcript excerpt below;21:39 ****** (Support Advisor): Absolutely! You will definitely receive the cash refund.Karuna reduced our second store down to the "Basic Plan" pricing, but subsequently denied the refund request.After several attempts to get the refund - the responses from Karuna were literally absurd. The responses did not address the questions I asked, did not explain why my refund was denied, did not refer me to a supervisor when asked and did not provide an avenue for me to escalate the issue when asked. But instead I was provided the most misdirected and condescending canned responses.I am requesting a cash refund plus interest for the 28 months of Shopify's overbilling (which is several thousand dollars). I base my claim on the information I provided of the original Shopify multi-store agreement (ticket ID ********, the promise of a refund for the overbilling as indicated from the chat transcript from January 29, 2025 (Ticket ID ********* and the admission of wrong doing by Shopify by re-implementing the reduced rate on the second store back the the "Basic Plan" rate.

  Business Response

  Date: 22/02/2025

  Hello *******,
  

  I am *****, a Support Lead here with Shopify.
  

  I have had a look into this issue of your billing for you. The multi store discount was a plan that was negotiated on a store by store basis and had to follow strict guidelines so it could be applied. During 2022 a change was made to the billing currency of the store. This is a change to the plan which removes any discounts associated with the store. We do not have any way of restoring a legacy discount or plan. It is the Merchants responsibility to monitor their subscription or plan charges. We cannot offer a refund for any changes made to a plan by a Merchant. You can contact our *********** and speak with one of our Specialists if you have any more questions.
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 22/02/2025

  Complaint: 22935551
  
  I am rejecting this response because:
  
  ***** from Shopify stated "We cannot offer a refund for any changes made to a plan by a Merchant." in regards to "During 2022 a change was made to the billing currency of the store. This is a change to the plan which removes any discounts associated with the store. We do not have any way of restoring a legacy discount or plan.

  After reading Orson's ONE and ONLY reason for not allowing the refund, I went on a chat with a Shopify Support Advisor (ticket number is ********) and asked about the billing currency change. 

  19:38 ***** (Support Advisor): This is *****, your Shopify Support Advisor.
  19:38 System: An advisor has joined the chat
  19:38 **** ******: Hi, Can I pay for my canadian shopify store in USD?
  19:39 ***** (Support Advisor): Hi ****, that's a good question. I can check here on my end if that's possible, you must've been surprised by the change with the payment currency.
  19:40 **** ******: Yes we used to pay in USD, but it seemed to automaticly change
  19:42 ***** (Support Advisor): I see, I'll go and check this for you.
  19:42 ***** (Support Advisor): Just to make sure, this is the store we're working with right? ****************************
  19:42 **** ******: yes
  19:42 ***** (Support Advisor): By the way, yes, it did automatically change. A lot of our Canadian merchants were pretty surprised, since they're used to paying in USD too.
  19:43 **** ******: So Shopify automatically changed from billing my store in USD to CAD?
  19:46 ***** (Support Advisor): Yes, this is to reduce the currency conversion fees.

  At 19:42 ***** said (Support Advisor): By the way, yes, it did automatically change. A lot of our Canadian merchants were pretty surprised, since they're used to paying in USD too. Which indicated that Shopify had automatically made the Billing currency changes

  To confirm I asked the direct question 19:43 **** ******: So Shopify automatically changed from billing my store in USD to CAD?
  The response was 19:46 ***** (Support Advisor): Yes, this is to reduce the currency conversion fees.

  I also asked when the billing was changed 19:47 **** ******: When did shopify make the change for billing my store in USD to CAD?
  The response was "rollouts started around ****** 2022" 19:49 ***** (Support Advisor): I don't know the date specific for your store but the rollouts started around ****** 2022.

  Considering Shopifys currency billing change was a "rollout" and these changes need to be made to a large number of stores - my first bill with the change from USD to CAD was November 2, 2022 - that timeline would coincide with Shopify automatically making the change. I checked and did not receive and communication from Shopify about the currency ******** change). The billing currency change was done without my knowledge.

  I believe ***** in conjunction with Shopify is dealing in bad faith - it seems like this is a well known issue within Shopify - based on;the statement  "A lot of our Canadian merchants were pretty surprised" from 19:42 ***** (Support Advisor): By the way, yes, it did automatically change. A lot of our Canadian merchants were pretty surprised, since they're used to paying in USD too. As well as the quickness of the Shopify Chat Advisor to retrieve and share this information.

  I am expecting a "new" reason for Shopify to deny my claim for a refund and if I address that claim there will be another "new" claim and so on and so on - this is well known a tactic that Shopify and many other companies and institutions use to "wear" down the complainant to the point where they give up.

  Based on the facts and verifiable documentation that I provided anything other than a refund for my (now) 29 months of overbilling and the reinstatement of my Shopify multi-store plan (or the exact equivalent) is the confirmation of bad faith on Orsons and Shopify's part. 

  I also request that there are no unrelated reasons for Shopify to shut down my stores as retribution in the future.

  Attached are two screenshots from the Shopify chat (ticket #********) that contain the quoted items used in the above response.
  
  

  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/03/2025

  Hello *******, 
  

  ***** here again from Shopify. 
  

  I can see why there would be some confusion here with the details you shared from your support interaction. To clarify, Shopify does not change any major aspect of the platform, for example a billing currency, for this exact reason. A change like this changes all plan types and removes legacy features so cannot be changed as a bulk action. 
  If Shopify intends to roll out a major platform change all Merchants are informed about the specifics of the changes and have the option to opt in or out of the changes through links in emails and or banners placed on their Shopify Admin. No change to a Merchants store is made without express knowledge or permission. I apologise for the misinformation you received from this Support Advisor. All of our Help Documentation give step by step information on how Merchants can make these changes themselves. 
  New features of Shopify Payments now allow multi currency sales and the ability to sell to multiple markets on one store. With these advances the legacy discounts are not available anymore. 
  

  I hope this clarifies the question. 
  Regards
  *****
  

  
  

  Customer Answer

  Date: 04/03/2025

  Complaint: 22935551
  
  I am rejecting this response because:
  
  ***** stated "No change to a Merchants store is made without express knowledge or permission."

  My request would be for Shopify to produce documentation of the express knowledge or permission that I **** ****** made the change to the billing currency.

  If that documentation can not be produced, a full refund and the reinstatement of the muti-store discount is the only option based on Orson's own words.

  But again, I am expecting Oson to be dealing in bad faith again and will not produce the documentation but instead will produce other excuses into infinity as a method of wearing down myself until the time that i drop this complaint. ***** - is this your directive from your employer and is this your plan to deal with my valid complaint that has been backed up multiple times with documented conversations with Shopify Agents.

  ***** can you please also provide a detailed explanation of I can see why there would be some confusion here with the details you shared from your support interaction citing the specifics of that interaction and apology in a formal letter on Shopify letterhead please?
  
   Sincerely,
  
  ******* ******

  Customer Answer

  Date: 31/03/2025

  I would like a refund for the overbilling since November 2022.  They owe me thousands of dollars.  The only communication I have received is through BBB.  I have not heard anything else from the business.  All of the documentation has been submitted to BBB and Shopify.  They told me I changed my account and I didn't.  I called their customer service and they said they change it automatically on their own.  I received confirmation of this.  I asked for the documentation proving I made the change and they have not been able to provide that information.  They are supposed to contact the consumer for any changes.  

  Business Response

  Date: 07/04/2025

  Hello *******, 
  

  ***** here again from Shopify. 
  

  As we have previously advised, as changes like you are describing change the base plan and result in any legacy discounts being lost, it would be communicated to everyone so that action can be taken. I have also advised that this is not something that we can refund for. I have spoken to our Billing and Payments team to see if an exception can be made and it cannot. We are now considering this matter resolved. 
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 07/04/2025

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I would like to move forward with mediation.

  Regards,

  ******* ******

  Business Response

  Date: 14/04/2025

  Better Business Bureau:

  I would like to reject the offer of Mediation for complaint ID ********.

  Regards,

  ******* ******

• Initial Complaint

  Date:12/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi, I bought the domain **************** on the Shopify platform in 2020 and I hosted it on Shopify for the last few years. Recently, I decided to cancel my Shopify subscription and received an email stating that my domain (****************) has been unlocked and can be transferred to another hosting company. I didn't transfer the domain; I let it sit for a few weeks and then decided to reopen my Shopify store. However, the domain was not available, and when I tried to add it to my Shopify store it just said that a store with that domain name already exists, which is not true. I never transferred this domain, and it remains empty when you visit it, so it appears to be stuck somewhere. I then received another email from Shopify stating that my domain (****************) has been locked to Shopify's domain service. I have tried to contact Shopify multiple times, but I can only chat with their customer support team, who are not able to help me because they are not familiar with domain issues. They just say they will escalate my case to the domain team at Shopify, but no one has gotten back to me. I have been escalated since December 2nd, 2024, and no one has reached out to me regarding this. I will attach all the screenshots below. I would like my domain to either be unlocked so I can transfer it to a different hosting service or restored to my original Shopify account, as it is currently stuck and I cannot do anything. I can provide any verification you need to confirm that I am the domain owner, including my email, phone number, and address. Please let me know if you need any other information, and thank you so much for your attention to this matter.

  Business Response

  Date: 17/02/2025

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having issues with your domain registration. 
  I have had our Domains Team look into the issue and they were able to get the domain back to a usable state. Moving domains can sometimes cause the domain to get stuck fortunately we have now been able to unstick the domain so it is ready for use again. Please note that any changes to a domains DNS settings can take up to 48 hours to populate. 
  

  I hope this resolves the issue. 
  Thanks
  *****
  

  
  

• Initial Complaint

  Date:12/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As of Feb 1, 2025 Shopify required further detailed documentation to validate our business on their platform. They required us two things:1. *** Documentation via a *** document that shows the business number, address and business name by way of *** documentation only. *** was an example they offered. 2. Ownership Validation by way of a provincial registries filing. Their automated computer system continues to reject our documentation because we have applied for and received a business name change on Dec 23, 2024. We cannot provide a tax return showing the new business name as it was not in place at the time of our year end, May 31, 2024. As a result of the validation being rejected, Shopify has paused our e-commerce payouts (since Feb 1, 2025) and there is nearly $15,000 in money sitting with Shopify, owed to us. Their system is only accepting *** documentation as the business validation and wont allow documentation from BC Corporate Registries (articles of Incorp, Incrop certificate or notice of name change). I have two open tickets, both of which have been escalated each day I come to work and see no resolution. I have received one email from Shopify ***************** (Feb 6 2025), further repeating what was needed and directing us on the type of documentation required. As well as stating, replying back to this thread with questions. I have replied every day. Our most recent email (Feb 12, 2025) to Shopify Merchants is attached and details the issue as well as the full scope of documentation we have provided. There is ZERO method for contacting anyone but customer support at ********************. Everyday it is the same corporate cut + paste response. We have been a customer of theirs since 2019. Why do they need a copy of our Tax Return to prove our business is valid in Canada?

  Business Response

  Date: 17/02/2025

  Hello *******,
  

  I am *****, a Support Lead here with Shopify. 
  All stores on the Shopify Platform are subject to standard reviews. These reviews can happen at any point of a stores lifetime and often occur on multiple occasions. They are required by our **************** to make sure that everything aligns with our Terms of Service and Acceptable Use Policies. It is vital to provide the documentation that is requested so that the review can be completed as quickly as possible. Our Account Specialists are still actively working on your Ticket No - 1bedd4a6-1291-44e7-8ca9-eec3bf30ffd8 so please continue to provide the necessary information.
  
  Regards
  *****
  

  
  

  Customer Answer

  Date: 18/02/2025

  Complaint: 22934784
  
  I am rejecting this response because it is too general and does not address our specific concerns about how this situation was handled on Shopify's end. Shopify's customer service system was inadequate and unreasonable given the amounts of money involved. They failed to respond to our concerns in a timely manner.

  1. We submitted everything that they asked for but Shopify's computer system repeatedly rejected our documentation and generated automated messages that did not allow for any opportunity to address the problem, in spite of our efforts to contact them and explain the situation through their online help desk.

  2. We attempted to explain the problem we were having with Shopify's online help desk but were repeatedly asked to submit more documentation and reply to the automated messages. When we asked to speak with a real person to explain the problem, we were repeatedly told it wasn't possible. 

  4. We filed two support tickets with Shopify and escalated both of them, yet it still took 12 days for us to receive an email from a real person.

  5. We received notification that our documentation had been accepted on Sat. Feb. 15 but we won't receive our withheld payments totalling $15K until Tues. Feb. 19. This is a significant amount of money and the extended delay had significant cash flow ramifications for a small business like ours.

  6. We have not received any sort of apology from Shopify for the extended delay and extremely slow response time, nor have we received any offer of compensation.

  7. We think that Shopify should provide an alternate way for customers in good standing to contact customer service decision-makers within a reasonable time frame (1-2 days) when there is a problem that their automated system is unable to cope with. This delay was so unnecessary, the situation could easily have been resolved in a 5-minute phone call.
  
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 25/02/2025

  Hello *******, 
  

  ***** here again from Shopify. 
  

  I am sorry to hear that you think our responses are too general. Security is paramount at Shopify and discussing account specific details is not something that can be done on such a public platform like the Better Business Bureau. This is to protect the integrity of your account. The Merchant Verification process is very specific and our **************** require specific details from a Merchant. I understand this can seem excessive although it is mandatory to have the account verified. The escalation process is also necessary to keep your information confidential and this is the same for the secure submission portals that we use.
  

  I see that our Merchant Verification Specialists have been able to get the account verified and your payouts released. If you have any more issues or questions please feel free to contact our *********** at any stage. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:12/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a business on shopify and a customer did a chargeback against me. ********************** sent me a form to dispute it, which i did. I sent shopify all of the evidence which they already had as it all came from their platform. I proved without a shadow of a doubt that I sold the honey and it was delivered to correct address. shopify still sent the money back the credit card company. On top of that shopify charged me an additional $15 just because they can. shopify does not have their clients best interests at heart. Also how is it not illegal for shopify to illegally allow funds be taken from my account and add a "surcharge" on top of it.

  Business Response

  Date: 17/02/2025

  Hello ******, 
  

  I am *****, a Support Lead here with Shopify.
  

  Chargebacks are a part of ecommerce that acts as a layer of protection for consumers. Along with it being used as consumer protection there are also a percentage of the population who try to use it for fraudulent purposes. This resulted in a process where Merchants are allowed submit evidence of a transaction to prove the consumer had received the product. 
  

  Shopify does not own or have any involvement in the chargeback process. The only part of the process is the portal that connects the Merchant to the Bank or credit card company coordinating the dispute. Shopify is charged a processing fee from these companies for the chargeback transaction and that is passed onto the Merchant. We have many Help Documents on our *********** to guide Merchants on the chargeback process and how to avoid getting a chargeback submitted against your store. If you have any other questions our Support Advisors are available to help 24/7
  

  Regards
  *****
  

  
  

  Customer Answer

  Date: 17/02/2025

  Complaint: 22934491
  
  I am rejecting this response because:
  
  I submitted all the necessary documentation showing I am not at fault for anything here and 100% fulfilled my end of the transaction. I am supposed to be a customer for ********************. Theres no way it should allow any funds to be withdrawn from my account, especially after proving my innocence.  Basically Shopify is saying anyone in any point can file a complaint against me and take money from my account for no reason whatsoever.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 25/02/2025

  Hello ******, 
  

  ***** here again from Shopify. 
  

  The chargeback process is controlled by Banks and Credit Card companies. Shopify must follow these regulated financial procedures during the process. We have many guides in our *********** to provide clarity to Merchants so you can recognise and protect against any possible chargeback situation. If you need any more information our Support Advisors are available any time you need them. 
  

  Regards
  Orson 
  

  
  

  Customer Answer

  Date: 25/02/2025

  Complaint: 22934491
  
  I am rejecting this response because:
  I provided all the proof necessary showing my innocence and I am supposed to be shopifys customer 
  
  
  Sincerely,
  
  ****** ******